The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation.
Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.
Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
Includes a mixture of both On-site and remote support. Either 1-2-1 or in group environment dependant on the employer’s preference. Each learner will also have their own digital portfolio and digital resources.
Delivery sessions include to follow to be Assessed for EPA:
• Knowing your customers Understand who customers are. Understand the difference between internal and external customers. Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective.
• Interpersonal skills, communication and equality – Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
• The Customer experiences- Understand how establishing the facts enable you to create a customer focused experience and appropriate response.
• Understand how to build trust with a customer and why this is important.
• Regulations, Legislation – Know the appropriate legislation and regulatory requirements that affect your business. Know your responsibility in relation to this and how to apply it when delivering service.
• Understanding the organisation, System and resources – resources
Know how to use systems, equipment and technology to meet the needs of your customers. Understand types of measurement and evaluation tools available to monitor customer service levels. Know the purpose of the business and what ‘brand promise’ means. Know your organisation’s core values and how they link to the service culture.Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.
• Influencing skills, Personal organisation and dealing with customer complaints
Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery. Depending on your job role and work environment: o Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications. Demonstrate patience and calmness. Show you understand the customer’s point of view. Use appropriate sign-posting or resolution to meet your customers needs and manage expectations. Maintain informative communication during service recovery.
• Developing self and team work- Take ownership for keeping your service knowledge and skills up-to-date. Consider personal goals and propose development that would help achieve them. Being open to feedback. Act on and seek feedback from others to develop or maintain personal service skills and knowledge. Frequently and consistently communicate and work with others in the interest of helping customers efficiently. Share personal learning and case studies with others, presenting recommendations, and improvement to support good practice.
• Understanding your organisation – organisation
Know the purpose of the business and what ‘brand promise’ means. Know your organisation’s core values and how they link to the service culture. Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.
The apprenticeship will take a minimum of 12 months to complete.
Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.
This apprenticeship standard is set at Level 2.